ADA Site Compliance Website Accessibility Statement

Koh Gen Do strives to maintain a compliant website and is committed to providing an online environment that is accessible to all visitors in accordance with Section 504 of the Rehabilitation Act of 1973, Section 508 of the Rehabilitation Act (29 U.S.C. 794d), and relevant implementing regulations, as well as with the recommendations contained in the Web Content Accessibility Guidelines (WCAG) 2.1, promulgated by the World Wide Web Consortium, as may be updated and/or otherwise amended from time to time.

We recognize that accessibility and usability are not always possible in every area of the website or for those using assistive technology and devices. Therefore, Koh Gen Do has conducted, and conducts ongoing accessibility reviews of its website and has remediated and continues to remediate any issues identified during such reviews.

Please be aware that our efforts are ongoing as we incorporate the relevant improvements to meet the above-referenced laws, regulations and guidelines.

If you have specific questions or concerns about the accessibility of this site or need assistance in using the processes found within this site please contact us here: customerservice@kohgendo.us.

If you have found an inaccessible area on the site, please be sure to specify the Web page and provide us with any other information you may think will help us locate the area. We will make all reasonable efforts to make that page accessible. Otherwise, if a page cannot be made accessible we will work to make a text version available. If you have a need for a specific electronic format, please contact us here: customerservice@kohgendo.us. Please provide the format that you require the content to be in, the web page address of the material, and your contact information. We welcome your questions about this accessibility statement and comments on how to improve the website's accessibility.

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Customer Care

Frequently Asked Questions

When will my order ship?
Orders shipped through standard USPS (US Postal Service) will ship within 3 business days. You will receive a tracking number from Koh Gen Do via email.

Can I choose a different shipping carrier?
You may choose to expedite ship through UPS carrier, however you will be charged for the shipping costs.

Do I have to sign for my package?
All USPS packages will have a signature upon delivery to ensure safe and accurate delivery on all orders over $100.

My tracking number says my package was delivered but I have not received it.
Koh Gen Do is not responsible for any delivered packages that are lost or stolen. If a package is lost or stolen please contact USPS with your tracking number at 1-800-275-8777 to submit a claim.

I haven’t received my package.
The USPS may have left a notice that the package was attempted to be delivered. You may need to contact your local US Postal Service with the tracking number to request a second delivery or to pick up the item.

Can I cancel my order?
Yes. You have one hour after ordering to change your order. If you have placed your order on a weekend or after business hours (PST 0900 to 1700 Monday to Friday). Please contact Customer Service at 1-877-754-3872 or customerservice@kohgendo.us for cancellations or changes within one hour of the following business day start (10am PST).

Do you ship internationally?
Yes, duties, customs and shipping costs will be applied at checkout. 

*NO EXCHANGES/REFUNDS on Sample Sets

**All items must be included in a return for refunds on a GWP, Gift Set & Starter Set.

If you purchased your item at a store, please understand that each store has its own return policy. Returns for purchases made in a partnered retail location may not be returned to Koh Gen Do Cosmetics. Only cosmetics or skin care products purchased from kohgendocosmetics.com may be returned to for a refund. Please see our separate Return policy.

Exchange Policy: Koh Gen Do will only accept an exchange on an item(s), of the same product type if it is available in a different shade. Exchanges must be made within 30 days of original purchase date of the item(s) being returned. Shipping charges to return item to Koh Gen Do and to ship exchanged product will be the responsibility of the customer.

Does my promotion code apply to every order?
Promotion codes and the discounts or gift with purchase they provide, will only apply once and cannot be reused. In addition, promotion codes cannot be combined.

Can I apply a discount code to my gift card purchase?
Only one discount code can be applied to gift cards redemptions.